Enter and View: Tollgate Medical Centre
Summary
The visit to Tollgate Medical Centre aimed to evaluate the quality of care and service delivery, focusing on patient experience, accessibility, communication, and care practices. Healthwatch representatives and volunteers engaged with patients and staff to gather insights and observe the interactions within the surgery. The centre, serving 18,500 NHS patients, offers various appointment booking options, including telephone, online services, and eConsult for remote consultations.
The visit also sought to assess the environment, noting aspects like cleanliness, safety, and the effectiveness of the waiting area layout. The feedback gathered from both patients and staff provides valuable input for improving service delivery and patient satisfaction.
Key Findings
- Appointment Management: Patients can book appointments via phone, online (Rapid Health system), or the new eConsult platform. Most patients reported satisfaction with the booking process, though some faced difficulty with online booking. The practice offers both face-to-face and telephone consultations.
- Patient Experience: During the visit, twelve patients shared positive feedback about their care. All were satisfied with the treatment they received, highlighting good communication and helpful staff. There was a call for more play options for children in the waiting area and improved online booking options.
- Accessibility and Environment: The surgery was observed to be clean and well-maintained. Patients noted that the waiting area can become crowded, and the addition of a children's play area or TV would improve the experience.
- Patient Involvement: The surgery encourages patient participation through surveys and a Patient Participation Group (PPG). Most patients were aware of services such as antenatal care, blood tests, and counseling.
- Staff Feedback: Four staff members were interviewed, with all expressing satisfaction with their support and training. There is a strong team culture, but staff noted the need for more GPs to meet patient demand.
Recommendations
- Improve accessibility of informational materials, especially in multiple languages.
- Address waiting area space issues and provide more child-friendly amenities.
